San Diego, CA 92116
+1 (619) 677-4211

FREQUENTLY ASKED QUESTIONS

You have questions, we have answers
BOOKING + SCHEDULING

Q: How do I book an occasional or one-off service for my dog(s)?

A: For first time clients you will select your adventures from our shop, pay for the service, and then click the link on the thank you page to set up your client portal. We then get in touch to schedule our in-home meet & greet. 

Next we do the meet & greet with you at your home (no additional cost), and retrieve keys and meet your dog. Then comes the fun part- the adventure! All subsequent adventures you can request and pay for through your client portal, which you can access through our phone app or a computer. Easy-peasy. 

Q: How do I book regular services for my dog(s)?

A: After your dog’s first adventure, all future adventures you will book through our client portal. You can quickly and easily request adventures using our phone app or a computer. You can either request on-off services or regular services, such as weekly, monthly or daily service. We can also communicate with you through your portal, so you can send us a message anytime. 

Q: How do I book a series of Puppy Obedience Training Sessions?

A: Purchase the pack size you’d like from the Puppy Obedience Training product page, and Jamie will get in touch within two business days to schedule a meet & greet. 

SHOP + PRODUCTS

Q: Where do you ship?

A: U.S. only at this time. (We are looking at adding international shipping in 2019.)

Q: How much does shipping cost?

A: You can see what the shipping rates are for your order on the cart page before you check out. They are live rates that update with your address and order total, so any changes you make to your city, state & zip, and quantity of items in your cart, will affect the shipping rate that is shown. 

Q: Do your shirts/sweatshirts/tanks come in any other colors than what you have in the shop?

A: Yes! Contact us with the color you’d like and we’ll make a shirt you can buy from the shop in that color.

Q: Do you have any other products than what you have in the shop?

A: Yes. We have access to custom-print a very wide variety of different products. Let us know what product you’d like and we’ll tell you if we can get it for you. If we can, we’ll add it to the shop and send you the link to buy it. 

Q: How long will it take to get my order?

A: Please see fulfillment and order details information on our Shipping & Order Info page

Q: What is your return policy?

A: Please see our full return/exchange policy on our Shipping & Order Info page

Q: How do I make a change to an order I already placed?

A: Our orders enter production very quickly (3x/day), but if you place an order and immediately realize that you ordered the wrong size or used the wrong address for example, contact us and we’ll do our best to update the order.

If the order has already entered into production then unfortunately we won’t be able to make any changes. We’d be happy to do an exchange though after you have received the item. 

Q: I received my order and the clothes have an odd smell to them. Why is that?

A: This is totally normal for print-on-demand apparel, and the good news is, it’s totally temporary! The smell comes from the organic base that is laid down under the ink so the ink can adhere to the garment. Because it’s an organic liquid, it can smell a little like vinegar. The shorter your shipping time, the more likely you’ll be to smell it. 

There are three ways to get rid of the slight vinegar smell.

  1. Wash the garment (it’ll come right out).
  2. If you don’t want to wash it before wearing, you can hang it up on a hanger for two or three days where it has free-flowing air around it (a shower curtain rod is perfect for this).
  3. OR, snuggle with a dirty, stinky dog to mask the smell. (Ha ha, JK!)

We recommend going with options one or two! (Unless you are the odd type who enjoys smelling like stinky dog.)

Just remember, a temporary smell is totally worth it to have a t-shirt/hoodie/tank top that you love so much you’ll wear for years to come. 

SERVICES FOR DOGS

Q: What kinds of activities will you do with my dog?

A: All kinds! Whatever brings the biggest smile to your dog’s face is what we do.

We have a pretty broad range of unique adventures, but if you have something in mind that you don’t see there, we’ll be happy to discuss it as an option for your dog’s adventure!

We go over all of it during our initial meet & greet session, to be sure that each dog is getting the most joy out of their adventures.

Q: What if my dog isn’t really the outdoorsy or adventurous type?

A: No problem! The beauty of the kind of ‘canine enrichment’ services we offer is they are custom-tailored to your dog, and no two dogs are alike.

We formulate a game-plan just for them during our meet & greet session.

Q: How many dogs do you take on an adventure?

A: Short answer: 1-3 dogs max. 

Long answer:

All of our adventures, with the exceptions below, are solo outings, which we love because it means your dog gets all of the attention.

Two of our adventures, the Play Date and Off Leash Group Dog Park Adventure, are for two or three dogs. We take a maximum of three dogs out at a time, to ensure that all dogs present get lots of supervision, cuddles, and most importantly- attention. (This also follows the legal limit for dog walkers having three dogs at a dog park at any given time.)

None of our dogs will ever be sad because they can’t stop to potty, have a drink, run wild, sniff, explore and adventure the way they want, when they want. The Joyful Pooch outings are all about every single dog having A BLAST.

Q: How long does my dog have to be in the car for to do an adventure?

A: It really depends on where we go and what we do!

Generally no matter what we do, or how many dogs we do it with (1-3), your dog won’t be in the car for hours each day. The maximum # of dogs we pick up and drop off in a single outing is three.

Q: My dog has a best (dog) buddy that he’d love to go on an adventure with. Is this an option?

A: Yep!

Check out our Play Date Dog Adventure, where we pick up both your dog and his/her best buddy, and take them to a local park to play. Life is always better when it’s shared with friends.

Q: I’m interested in daily Monday through Friday service, is this an option? Will my dog have a different experience with each outing?

A: Absolutely!

We certainly cater to M-F, or Tuesday-Saturday clients.

Here’s the fun part about booking daily experiences.

Life will never get old for your dog.

We combine a loose structure that you provide us during our onboarding session with a lot of what we call ‘wild card days’- days that end up full of surprises. The result is a ‘schedule’ that keeps your dog guessing, and provides the ultimate in both mental and physical stimulation.

Because of the highly unique nature of the services we provide to daily clients, we discuss budget ahead of time to make sure we are staying within yours every month.

This service is best for clients who are very flexible when it comes to what kinds of outings we do with their dogs.

Q: If I hire you for a weekly outing every week of the month, how does that work and what will you do?

A: First, the weekly outing is our most recommended option! 

We love when clients book once a week because we feel this is the best combination of stability and variety. They get their routine daily walks with you (or a dog walker), and once a week they get to look forward to a new adventure with lots of new things to explore.

What exactly every adventure includes depends on what we outlined together in your initial meet & greet session.

The bottom line is we’ll do something new every week, and we promise your dog will love it! He’ll go home happy and tired and we promise he’ll have the most awesome doggy dreams that night.

Which adventures do you offer at night? And is there an extra charge?

To answer your second question first, there are no extra charges for adventures that occur in the evening or at night, because we know that life doesn’t always occur between 9am and 5pm, and many people need care outside of those hours. Just because you want to go out for a long dinner + movie with your besties or SO, doesn’t mean your dog can’t have a fun time too.

The adventures we offer at night are:

  • 30-60 Minute Neighborhood Dog Walk Adventure (6pm-10pm)
  • Urban Exploration Dog Adventure (7pm-9pm)
  • Off-leash Group Dog Park Adventure (6pm-9pm)
  • Play Date Dog Adventure (7pm-9pm)
  • Indoor Dog Adventure (6pm-9pm)
  • Epic Cuddle & Massage Dog Adventure (6pm-9pm)

Dog park adventures will only take place at off leash parks that have lights on at night.

Book your adventure like you would a daytime adventure, and you’ll be able to schedule the time and date in your client portal afterward.

PHOTOS AND VIDEO

Q: What are the custom video stories that are included in the adventures?

A: We use action cameras to capture video footage during every adventure your dog goes on.

We create custom video stories from the video clips, and send you a copy of the video within 24 hours of your dog’s adventure. This means that you get to experience your dog’s adventure vicariously, and enjoy it again every time you watch it!

We also post the videos to our social media, and tag your dog’s social profile in the post (if they have one).

Video stories are 3-5 minutes long, perfect for sharing on social media, and include the best highlights of the adventure, but longer videos are available for an additional fee.

All adventure prices include post-adventure editing time to create and deliver the video stories.

Note that videos are for personal use only. Commercial use requires a license. 

Q: Do you take photos of my dog on their adventure?

Along with capturing video footage, we also capture still photos on every adventure.

Every adventure includes several shareable web-sized still photos, which we deliver to you at the same time we deliver the video.

All adventure prices include post-shoot processing time to edit and deliver the photos.

*Photos are low-resolution, sized for social media and web use, and for personal use only.

Q: What if I want high-resolution printable image files?

After every adventure session you receive several low-resolution photos sized for web and social media use (5dpi). If you’d like to receive the files in their high-resolution form (300dpi) in order to print them as prints, on canvas, a photobook or other art product, let us know which photos you’d like in high-res form after we deliver your web files, and we’ll add the (nominal) fee to your customer portal, and after we receive payment from you for the photos we deliver the high-resolution printable files to you electronically via WeTransfer.

Q: How will I know if my dog gets a video made of their adventure?

A: Every single adventure is captured on video!

Engaging video stories and expressive photos are included in the price of each adventure.

And every custom video story is shared on social media. And every adventure is captured in still photos. And after the adventure you get a very special video and several web-sized photo files to keep and share!

No matter the adventure, you’ll have precious, priceless visual memories of your dog’s incredible experience. It’s all part of the unique and special service we provide.

Q: I’d like to use some of your videos and/or photos for commercial use. Is this possible and how do I make this happen?

A: Depending on the use, yes. We do provide our media for commercial licensing for either a royalty-free or rights-managed licensing fee. (Please note that we don’t provide free media for editorial or commercial use). 

SERVICES FOR HUMANS

Q: How do I book a Dog Joy Coaching Session with Jamie?

A: Get in touch or call or text 619-677-4211 to book a coaching session.

Q: Does Jamie do coaching on her Dog Joy Prescription? I'd really like to know the specifics on how to employ this with my sick dog.

A: Yes, for sure. 

Jamie provides very reasonably-priced coaching for owners of sick dogs who’d like guidance and instruction on how to best implement her Dog Joy Prescription.

Jamie has extensive experience both as a dog owner, and as an animal behavior expert, and is a keen observer, excellent listener, empath and cheerleader. Having her in your treatment corner can make a huge difference in how your dog (and you!) feel.

Jamie will have you complete an extensive questionnaire about your dog so she can get a good overview of where you are in your healing/treatment process.

Coaching can take place via Skype or Facetime, and scheduled around the needs of your dog.

Reach out to Jamie directly or call or text 619-800-6078 to book a Dog Joy Prescription coaching session.

She looks forward to supporting you in your dog’s journey to wellness.

Q: How does a virtual coaching session work?

A: First, you will need Skype or Facetime on your mobile phone, as that is what you will use to give Jamie the virtual tour.

The rest of the process works the same as the in-person coaching session, but you spend more time answering questions about your dog and their behavior, since Jamie isn’t there to observe them in person.

Q: What takes place during an in-home coaching session?

A: Take a look at the coaching page for the full run-down on this service.

RATES + PAYMENT

Q: What are the rates for the adventures?

A: Rates vary by adventure, and can be found all together on the adventure product category in the shop, as well as on each adventure product page. 

Q: How and when do I pay for an adventure?

A: For your dog’s first adventure, you purchase the adventure from our shop prior to booking. You purchase the adventure like you would any other product you buy online, and you will be immediately taken to a thank you page with information on next steps. 

Following your dog’s first adventure, subsequent adventures can be requested in your client portal using either our phone app or a computer. This process is very easy. 

Pre-payments are required for all adventures, and payments are processed at the time of booking for one-off adventures, and every Friday for weekly or daily clients.

Q: How and when do I pay for a coaching session?

A: After you contact her to book, Jamie will invoice you for the coaching session, and you can pay electronically using any credit or debit card. Pre-payment is required for all coaching.

EVENTS

Q: How do I sign up for an event?

A: Each event has an option to purchase an admission on the event page. Click on the individual event link in the calendar to see each event.

Q: I’d like to co-host an event with The Joyful Pooch. Is that a possibility?

A: Maybe! We love partnering with other businesses in the community, so we’d love to hear your idea. Get in touch.

BLOG

Q: Do you accept guest writers for your blog?

A: We do!

But we have pretty strict criteria that writers need to meet, so the ‘opportunity’ isn’t for everyone. We don’t allow endorsement of any products that we haven’t personally used and tested, and we don’t allow affiliate links that don’t connect to our accounts.

Get in touch with us to learn more and find out if writing for The Joyful Pooch blog is right for you.

Q: How do I get my product reviewed by you on your blog?

A: Get in touch and tell us all about it, and we’ll decide if it’s a good fit for our audience. (Note that we don’t review products we don’t personally test, so we require a sample of your product in order to review).

MISC

Q: I’ve read nightmare stories of dog walkers losing dogs. How do I know my dog won’t get lost while on an adventure with you?

A: That will not ever happen with us. During our onboarding session we will show you why this will never happen. (Hint- it involves technology).

Q: What is your cancellation/reschedule policy for dog adventures?

A: Because of the custom nature of our services and time often required to plan each service, we require advance notice for cancellations and reschedules. Cancellation and reschedule requests can be quickly and easily made via your online portal.

If you cancel in less time than the following, we will retain your payment for future services.

  • 60-minute services: 48 hours notice
  • 90-minute services: 72 hours notice
  • 2-hour (or longer) services: 5 days notice
  • Events/parties: 7 days notice
  • Epic half-day or all-day adventures: 10 days notice

Q: What do you do in the case of a medical emergency?

A: After assessing the situation, we provide any and all care we can (see below), and if your dog’s needs surpass our capabilities, we will rush your dog to the nearest emergency animal hospital, which we review with you during the meet & greet session. You will sign a Veterinary Release at the time of our meet & greet, which we will be able to give to the vet so they know we have the owner’s (your) legal permission to receive medical care for their dog.

At the meet & greet we will also go over your dog’s health history, as well as talk about your preferences should your pet have a medical emergency while on an adventure.

Please rest assured that we are formally trained and certified in pet first aid, and know how to assess for injuries, perform CPR, dress wounds, splint broken bones, address choking on a foreign object, and other medical emergencies.

We don’t do any back-country, off-the-grid activities, where we wouldn’t be able to quickly and safely get help from other people in the vicinity.  

We love our client’s dogs like they are our own, and would go to any lengths to help them in the unlikely event of an emergency.

Q: What do you do if my dog’s adventure is scheduled during a heat wave?

A: It depends on what type of adventure you have scheduled.

If you have a forest bathing adventure scheduled for a trail near Alpine, and it’s 101 degrees there, we will want to reschedule that for the safety of your dog.

If your dog’s adventure is kayaking on the waters of Mission Bay, or having a beach romp at Ocean Beach dog beach during a heat wave, we’d be happy to go ahead with it, provided you are ok with it.

Our online client management system allows us to send out alerts to all of our clients during weather events, so we keep the lines of communication open during times like this, and make decisions together about what will be best for your unique dog.

Q: What do you do if it’s raining out?

A: Because our adventures are 100% about what your unique dog likes, it depends on your dog!

If they are fine with the rain, so are we!

That said, it depends on the kind of rain. If it’s flash-flooding and roads are washing out, it’s not safe to venture out into for dog or human. But if it’s normal or even somewhat heavy rain, we are happy to frolic in the wet and wild weather with your dog, as long as they don’t mind it a bit.

If you are open to it, we have a variety of indoor adventures we can replace your outdoor adventures with, like hide-and-seek, enrichment sessions and trick school. Take a look at the adventures page for more information on the indoor adventures.

Q: Do you have insurance?

Not only do we have business insurance, but we have the best coverage in the industry. It costs us over three times more annually than the coverage that 95% of dog walkers and pet sitters get, but it provides the maximum protection for all of us from worst-case scenarios.

The absolute worst-case scenario is a medical emergency. Our insurance covers up to $10k in emergency animal medical services, compared to the $1.5k coverage that the vast majority of dog walkers carry. As you may know, $1.5k won’t get very far in a medical emergency for your dog, and we want nothing to get in the way of your dog being cared for in case of accident or injury.

YOU would spare no expense for your dog, and neither would WE.

Q: I’m a member of the press. Who do I contact with questions?

A: Get in touch with us, and be sure to include (Press) in your subject line. We look forward to hearing from you!